Canada Life Ireland Case StudyCanada Life delivers its service using a front office/ back office model. FINEOS’s products support this structure ideally as our call centre take all calls – the details of which are now on FINEOS – and set up workflow tasks where necessary for the back office to perform processing. Progress of the tasks can be viewed real-time and management reports used to ensure that service meets targets.” Richard Caffrey, Associate Director of Pensions, Canada Life Ireland “CHALLENGES For Canada Life Ireland to meet customer expectations across a growing number of touchpoints and to increase efficiency across related business processes, it had to address a number of issues within its organisation. Information was spread across different legacy- based systems so no one de

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